Return & Refund Policy

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Return & Refund Policy

Clear guidance for returns, replacements, and eligible refunds.

RETURN REQUEST WINDOW

30 Calendar Days

After confirmed delivery

REFUND INITIATION TARGET

5–10 Business Days

After return inspection

This policy explains how to request a return, report an order problem, and receive an eligible refund for purchases made through celqovira.com. Consumer rights that cannot lawfully be excluded remain unaffected.

1. Return Request Period

Under our standard policy, eligible products may be requested for return within 30 calendar days after confirmed delivery. Please contact customer support before the return period expires. Eligibility is subject to the conditions below and any mandatory requirements under applicable law.

Opening the shipping package does not automatically make a product ineligible. For preference-based returns, however, the item should generally remain unused, complete, and in its original condition.

2. How to Request a Return

Email service@celqovira.com and include:

Your order number and the email address used at checkout.
The product name and quantity you wish to return.
The reason for the return.
Clear photographs or videos if the item is damaged, defective, incomplete, or incorrect.

Please wait for our review and return instructions before sending an item back.

3. Return Eligibility and Product Condition

For preference-based returns, eligible products should generally be unused, clean, complete, unaltered, and accompanied by the included components and packaging where reasonably possible.

Because pillows are textile and comfort products, hygiene and product condition may affect return eligibility. Products that have been used for sleeping, washed, contaminated, or damaged after delivery may not qualify for a preference-based return, subject to applicable law and any confirmed product problem.

Please inspect an item carefully without unnecessarily removing protective materials or altering its condition. Opening the shipping carton alone does not automatically make an item ineligible.

4. Damaged, Defective, or Incorrect Products

If an item arrives damaged, defective, incomplete, incorrect, or materially different from its description, contact us promptly, preferably within 7 calendar days after delivery. Include your order number, a description of the issue, and clear photographs or videos of the product and packaging where appropriate.

After reviewing and confirming a problem attributable to us, we will provide an appropriate remedy, which may include a replacement, reshipment, refund, or approved return. Any remedy will be handled in accordance with applicable law.

5. Return Shipping Costs

Preference-based returns: If you return an item because of a change of mind, personal preference, or incorrect customer selection, you are generally responsible for return shipping costs unless applicable law or a specific offer provides otherwise.

Confirmed problems attributable to us: If we confirm that an item was damaged, defective, incorrect, or incomplete due to an error attributable to us, we will provide an appropriate solution without requiring you to bear additional costs caused by that error.

6. Return Address and Packaging

Do not send returned products directly to the registered business address shown below unless customer support expressly instructs you to do so. The registered business address is not automatically an approved return warehouse.

After your request is approved, we will provide the designated return address and instructions. Pack the pillow securely to reduce the risk of damage or contamination during transit, and retain tracking information where available.

7. Items That May Not Qualify for Preference-Based Returns

Subject to applicable law, some products may not qualify for change-of-mind returns, including customized or personalized products, items clearly identified as final sale before purchase where lawful, and products that have been used, contaminated, materially altered, or damaged after delivery for reasons unrelated to an original product problem.

These limitations do not remove rights or remedies that cannot lawfully be excluded, including rights relating to faulty or misdescribed goods.

8. Refund Processing

After an approved return is received and inspected, we aim to initiate an eligible refund within 5–10 business days. Refunds are generally issued to the original payment method. Your bank, card issuer, or payment provider may need additional time to post the credit.

Original shipping charges, taxes, and other amounts will be handled according to the reason for the return, the checkout terms, and applicable law. We will communicate the approved resolution where reasonably necessary.

9. Exchanges and Cancellations

Exchanges depend on current inventory and product availability. If a direct exchange is unavailable, we may ask you to complete an approved return and place a new order for the desired item.

Contact us as soon as possible if you wish to cancel an order. We will make reasonable efforts to cancel it before fulfillment begins, but cancellation cannot be guaranteed after processing or dispatch has started.

Need Help with a Return?

Contact service@celqovira.com with your order number. Wait for authorization before shipping a return. Customer service is available daily from 8:00 AM to 10:00 PM.